Complaints

Articles in this category

1. David Oliver: What can we learn from formal complaints during Covid-19? (6 July 2022)

   • Complaint
   • Organisational learning
   • (and 3 more)

     Tagged with:

     • Complaint
     • Organisational learning
     • Virus
     • Pandemic
     • Patient engagement

   By Patient Safety Learning, 13 July

   • 0 comments
   • 59 views
   • 
   • Added by Patient Safety Learning
   • 13 July

2. Do national policies for complaint handling in English hospitals support quality improvement? Lessons from a case study (31 May 2022)

   • Complaint
   • Patient
   • (and 4 more)

     Tagged with:

     • Complaint
     • Patient
     • Patient harmed
     • Patient involvement
     • Organisational learning
     • Quality improvement

   By Mark Hughes, 1 June

   • 2 comments
   • 556 views
   • 
   • Comment by HelenH
   • 1 June

3. Unprecedented pressure: Learning from complaints about council and care provider actions during the COVID-19 pandemic (24 February 2022)

   • Complaint
   • Social Care
   • (and 7 more)

     Tagged with:

     • Complaint
     • Social Care
     • Community care
     • Virus
     • Pandemic
     • Secondary impact
     • Patient
     • Investigation
     • Organisation / service factors

   By Patient Safety Learning, 25 February

   • 0 comments
   • 212 views
   • 
   • Added by Patient Safety Learning
   • 25 February

4. Getting the whole story: Integrating patient complaints and staff reports of unsafe care (7 July 2021)

   • Complaint
   • Patient
   • (and 3 more)

     Tagged with:

     • Complaint
     • Patient
     • Patient harmed
     • Patient involvement
     • Patient engagement

   By Mark Hughes, 31 December, 2021

   • 0 comments
   • 327 views
   • 
   • Added by Mark Hughes
   • 31 December, 2021

5. PHSO: Draft model complaint handling procedure for NHS Services in England

   • Complaint
   • Methodology
   • (and 3 more)

     Tagged with:

     • Complaint
     • Methodology
     • Feedback
     • Staff support
     • Leadership

   By Patient Safety Learning, 25 October, 2021

   • 0 comments
   • 248 views
   • 
   • Added by Patient Safety Learning
   • 25 October, 2021

6. PHSO: Unlocking Solutions in Imaging: working together to learn from failings in the NHS (8 July 2021)

   • Complaint
   • Imaging
   • (and 3 more)

     Tagged with:

     • Complaint
     • Imaging
     • Radiology
     • Policies / Protocols / Procedures
     • Cancer

   By Mark Hughes, 8 July, 2021

   • 0 comments
   • 866 views
   • 
   • Added by Mark Hughes
   • 8 July, 2021

7. Use of patient complaints to identify diagnosis-related safety concerns: a mixed-method evaluation (February 2021)

   • Patient engagement
   • Complaint

   By PatientSafetyLearning Team, 12 April, 2021

   • 0 comments
   • 461 views
   • 
   • Added by PatientSafetyLearning Team
   • 12 April, 2021

8. PHSO: NHS complaints standards

   • Complaint
   • Organisation / service factors

   By Sam, 1 April, 2021

   • 0 comments
   • 425 views
   • 
   • Added by Sam
   • 1 April, 2021

9. Making a complaint to the NHS in England (AVMA)

   • Complaint

   By PatientSafetyLearning Team, 1 February, 2021

   • 0 comments
   • 370 views
   • 
   • Added by PatientSafetyLearning Team
   • 1 February, 2021

10. Patient-centered insights: Using health care complaints to reveal hot spots and blind spots in quality and safety (11 September 2018)

    • Complaint
    • Patient
    • (and 4 more)

      Tagged with:

      • Complaint
      • Patient
      • Patient harmed
      • Near miss
      • Research
      • Patient engagement

    By Patient Safety Learning, 24 November, 2020

    • 0 comments
    • 260 views
    • 
    • Added by Patient Safety Learning
    • 24 November, 2020

11. NHS complaints system is not working – this might fix it, says Ombudsman

    • Complaint
    • Process redesign
    • (and 3 more)

      Tagged with:

      • Complaint
      • Process redesign
      • Implementation
      • Investigation
      • Transparency

    By Patient Safety Learning, 22 September, 2020

    • 0 comments
    • 951 views
    • 
    • Added by Patient Safety Learning
    • 22 September, 2020

12. Making Complaints Count: Supporting complaints handling in the NHS and UK Government Departments (July 2020)

    • Complaint
    • Patient engagement
    • (and 2 more)

      Tagged with:

      • Complaint
      • Patient engagement
      • Quality improvement
      • Training

    By PatientSafetyLearning Team, 29 July, 2020

    • 0 comments
    • 971 views
    • 
    • Added by PatientSafetyLearning Team
    • 29 July, 2020

13. PHSO: Complaint Standards Framework. Summary of core expectations for NHS organisations and staff

    • Complaint
    • Staff engagement
    • (and 2 more)

      Tagged with:

      • Complaint
      • Staff engagement
      • Organisational learning
      • Feedback

    By Patient Safety Learning, 10 July, 2020

    • 0 comments
    • 1,643 views
    • 
    • Added by Patient Safety Learning
    • 10 July, 2020

14. The Patients Association: Report your care

    • Patient engagement
    • Complaint
    • (and 1 more)

      Tagged with:

      • Patient engagement
      • Complaint
      • Patient

    By Patient Safety Learning, 25 March, 2020

    • 0 comments
    • 523 views
    • 
    • Added by Patient Safety Learning
    • 25 March, 2020

15. The Ombudsman’s Casework Report 2019 (3 March 2020)

    • Complaint
    • Patient safety incident
    • (and 1 more)

      Tagged with:

      • Complaint
      • Patient safety incident
      • Organisational learning

    By Patient Safety Learning, 9 March, 2020

    • 0 comments
    • 827 views
    • 
    • Added by Patient Safety Learning
    • 9 March, 2020

16. Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights (February 2020)

    • Complaint
    • Systematic review
    • (and 3 more)

      Tagged with:

      • Complaint
      • Systematic review
      • Team leadership
      • Safety behaviour
      • Quality improvement

    By Claire Cox, 11 February, 2020

    • 0 comments
    • 862 views
    • 
    • Added by Claire Cox
    • 11 February, 2020

17. Healthwatch. Shifting the mindset: A closer look at hospital complaints (January 2020)

    • Complaint
    • Recommendations
    • (and 1 more)

      Tagged with:

      • Complaint
      • Recommendations
      • PALS

    By PatientSafetyLearning Team, 21 January, 2020

    • 0 comments
    • 895 views
    • 
    • Added by PatientSafetyLearning Team
    • 21 January, 2020

18. PHSO: Good leadership and complaints

    • Leadership
    • Culture of fear
    • (and 2 more)

      Tagged with:

      • Leadership
      • Culture of fear
      • Complaint
      • Patient engagement

    By PatientSafetyLearning Team, 17 January, 2020

    • 0 comments
    • 585 views
    • 
    • Added by PatientSafetyLearning Team
    • 17 January, 2020

19. Hospitals need to do more to show people how they learn from complaints (January 2020)

    • Complaint
    • Organisational learning
    • (and 1 more)

      Tagged with:

      • Complaint
      • Organisational learning
      • Safety culture

    By PatientSafetyLearning Team, 17 January, 2020

    • 0 comments
    • 707 views
    • 
    • Added by PatientSafetyLearning Team
    • 17 January, 2020

20. Shifting the mindset: a closer look at NHS complaints (January 2020)

    • Complaint
    • Systematic review
    • (and 2 more)

      Tagged with:

      • Complaint
      • Systematic review
      • Hospital ward
      • Culture of fear

    By PatientSafetyLearning Team, 17 January, 2020

    • 0 comments
    • 673 views
    • 
    • Added by PatientSafetyLearning Team
    • 17 January, 2020

21. PHSO: Complaints about the NHS in England: Quarter 1, 2019-2020

    • Complaint
    • Quantitative

    By Patient Safety Learning, 6 January, 2020

    • 0 comments
    • 930 views
    • 
    • Added by Patient Safety Learning
    • 6 January, 2020

22. Data on written complaints in the NHS 2017-18

    • Complaint
    • Quantitative
    • (and 1 more)

      Tagged with:

      • Complaint
      • Quantitative
      • Quality improvement

    By PatientSafetyLearning Team, 1 January, 2020

    • 0 comments
    • 548 views
    • 
    • Added by PatientSafetyLearning Team
    • 1 January, 2020

23. PHSO: How we deal with complaints

    • Complaint
    • Patient safety incident
    • (and 1 more)

      Tagged with:

      • Complaint
      • Patient safety incident
      • Reporting

    By Claire Cox, 25 September, 2019

    • 0 comments
    • 582 views
    • 
    • Added by Claire Cox
    • 25 September, 2019

24. A review of the NHS hospitals complaints system putting patients back in the picture: Final report (October 2013)

    • Complaint
    • Recommendations
    • (and 9 more)

      Tagged with:

      • Complaint
      • Recommendations
      • Implementation
      • Leadership
      • Organisational Performance
      • Organisational learning
      • Organisational development
      • Patient factors
      • Communication
      • Organisational culture
      • Transformation

    By Patient Safety Learning, 16 September, 2019

    • 0 comments
    • 958 views
    • 
    • Added by Patient Safety Learning
    • 16 September, 2019

25. A review of concerns (complaints) handling in NHS Wales: “Using the gift of complaints” (June 2014)

    • Complaint
    • Leadership
    • (and 4 more)

      Tagged with:

      • Complaint
      • Leadership
      • Accountability
      • Organisational culture
      • Organisational development
      • Organisational learning

    By Patient Safety Learning, 16 September, 2019

    • 0 comments
    • 1,284 views
    • 
    • Added by Patient Safety Learning
    • 16 September, 2019